1. Our commitment
We take complaints seriously. Every concern is an opportunity to improve. If you are unhappy with any aspect of your care, please tell us — we would much rather hear it from you first than not at all. Raising a concern will never affect the care you receive.
2. How to raise a complaint
Step 1 — Informal resolution. In the first instance please speak to Krina directly at your appointment, by phone (+44 7899 121 612) or by email (secretary@krinapanchalphysio.com). The vast majority of concerns are resolved this way.
Step 2 — Formal complaint. If informal discussion doesn't resolve the concern, please put your complaint in writing to: The TMD Physio Krina Panchal 26-27 Bedford Square, Bloomsbury, London WC1B 3HP secretary@krinapanchalphysio.com Please include: your name, dates of appointment(s), a clear description of your concern, and the outcome you are seeking.
3. Our timeline
Within 3 working days — we acknowledge receipt of your written complaint.
Within 10 working days — we complete an internal investigation and provide a written response.
If more time is needed — we tell you why and give a revised timeline. We will never take longer than 20 working days from acknowledgement without agreeing an extension with you.
4. External escalation
If you remain unhappy after our response, you can escalate to:
Health and Care Professions Council (HCPC) — the statutory regulator for physiotherapists. hcpc-uk.org / 0300 500 6184. Krina's HCPC registration can be verified at hcpc-uk.org/check-the-register.
Chartered Society of Physiotherapy (CSP) — the professional body for physiotherapists. csp.org.uk / 020 7306 6666.
Information Commissioner's Office (ICO) — for data-protection concerns only. ico.org.uk / 0303 123 1113.
Independent Sector Complaints Adjudication Service (ISCAS) — for private healthcare complaints where relevant. iscas.cedr.com.
5. Your rights during a complaint
Making a complaint will never affect the care you receive. You may raise concerns with any of the regulators above in parallel with (or instead of) our internal process — you do not need to complete our internal process first. You may bring a supporter or advocate to any meeting we hold about your complaint.
6. Learning from complaints
Every complaint is logged and reviewed. Themes identified across complaints inform our ongoing service improvements. Where a complaint reveals a systemic issue, we will act on it and — where you consent — write back to you specifically to describe what has changed.